Virgin connect app can’t find hub

[Julila]

Hi, my Connect app can’t find my hub. Everything else is connected and working. I’ve turned mobile data off. Can anyone help?  I’ve already deleted and reinstalled the app. It was worked ok until we had an outage a couple of weeks ago 

[Martin_N]

Hi Julila,

We're sorry to hear you're having an issue with the Connect App recognising your hub. 

The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, VPN or Mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that: 

For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. 

For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

If this also fails then we currently have a known error with some of the data in our systems, that is causing the app to not recognise the Hub in a minority of instances. We are already investigating this as a high priority. 

Pop back and keep us posted. 

Thanks,

^Martin

[Julila]

 Sorry, the file path you quoted isn’t consistent with my iPhone 12 mini running on iOS 16.6.1  Please can you advise of the correct file path?

TIA, Julia 

[Anankha]

Try deleting the libertyglobal vpn file under settings>general>vpn & device management then delete the app. Restart the device then download the app. 

[Akua_A]

Hi @Julila.

Welcome back to our community forums and sorry to hear you are having issues with our connect app. We can understand this is not ideal. Have you tried the advice given by @Anankha? Does the issue persist?

Thanks,

[Julila]

• Hi, I tried the advice and it seemed to work. I tested the hub and reset all my rooms as I tested the whole house. However, it’s not working again today and is asking me to ensure that the hub is plugged in. I am currently using my iPad and TV on wifi so the issue isn’t the hub being plugged in. 
  i have now setup this App repeatedly and have only been a customer for 2 months. It’s not a good start, particularly with my other problems which your technical experts couldn’t resolve (smart heating and CCTV). 

[Anankha]

It is a poor app. Very hit or miss as to whether it connects to the hub.
I open the app & it shows a yellow exclamation mark, Currently this is happening to me, sometimes clicking on the icon allow me to try again & after several tries it will work but most often it doesn’t. Error says it can’t find the hub even if I’m next to it. Yes the cables are connected.

Even my own fix no longer works.

[Tudor]

There seems to be a lot of trouble with the app, working some days and then not others. Most of the facilities of the can be done by going into the hub’s settings on 192.168.0.1 from a web browser.

[Steven_L]

Thanks for coming back to us Julila, are you still having the issues with your hub connection to the connect app at the moment? 

What are you trying to check with the app? 

Kind Regards,

Steven_L

[Julila]

Hi, yes I’m still having trouble with the App. It’s very unreliable and works sometimes and not others. My Hub 3 has shown a red light since it was installed by your engineer. I only realised yesterday that this should be white. Could this be the problem?  The hub is in the perfect place - as stated by both your engineer and my IT support. Your support yesterday suggested that I had it blocked in and it was overheating. I’m getting back onto them next week. 
I’m trying to see how the app can work for me, turning off my grandson’s devices at bedtime, checking speeds in different rooms etc
If you offer an App I expect it to work.